January 2025 Patient Satisfaction Survey Analysis

At Pendleside Medical Practice, we greatly value patient feedback and continuously strive to improve our services. Each month, we invite patients to share their thoughts on their experience with us. Here is a summary of the insights from our January 2025 Friends & Family Test survey.

Survey Overview

In January 2025, we received 671 responses from patients who visited our surgery. Their feedback helps us understand what we are doing well and where we can improve.

Patient Satisfaction Ratings

Patients were asked to rate their overall experience with our service. The results are as follows:

• 85.5% of patients rated their experience as “Very Good”
• 10.7% rated it as “Good”
• 1.5% rated it as “Neither Good nor Poor”
• 0.9% rated it as “Poor”
• 0.7% rated it as “Very Poor”
• 0.6% responded with “Don’t Know”

Key Themes from Patient Comments

Alongside the ratings, we also received valuable written feedback from patients. Common themes included:

• Positive Experiences: Many patients praised the friendly and professional staff, short waiting times, and clear communication from clinicians.
• Areas for Improvement: Some patients expressed concerns about appointment availability and continuity of care, particularly when seeing different clinicians.

Publishing Patient Comments

We appreciate that 540 patients consented to sharing their feedback publicly. These comments help us showcase the quality of care we provide while also identifying ways to enhance our services.

Next Steps

We are committed to listening and responding to patient feedback. Based on this month’s survey results, we are:

✅ Reviewing appointment scheduling to improve availability where we can

✅ Enhancing communication to ensure patients feel well-informed

✅ Continuing to provide a welcoming and supportive environment for all

Thank you to all patients who took the time to share their feedback. Your input plays a crucial role in shaping the care we deliver. If you have further thoughts or suggestions, please don’t hesitate to get in touch with us.

Friends and Family Survey Results Feedback – November 2024

Thank you to everyone who took the time to complete our recent Friends and Family survey. Your feedback is invaluable in helping us improve our services and ensure that we continue to provide the best possible care for our patients.

Key Highlights from Your Feedback

• Many patients praised the care and attentiveness of our staff, particularly mentioning the efficiency of referrals and the kindness shown during consultations.
• Positive experiences included quick and effective referrals to specialists such as Urology and Audiology, as well as prompt appointments for blood tests and vaccinations.
• Several comments highlighted the efficiency of our staff, with patients feeling well-listened to and their concerns addressed professionally.
• Many appreciated short wait times, timely appointments, and the overall efficiency of their visits.
• Our nursing team was particularly commended for being friendly, professional, and efficient in their work.

Areas for Improvement

While most feedback was positive, we recognise that there are areas where we can improve:

• A few patients mentioned delays in receiving follow-up communication, such as medication updates and vaccination information.
• Clearer directions within the surgery were requested to help patients navigate the building more easily.
• There were comments about extended waiting periods for GP appointments – we want to assure our patients that we are actively working to improve appointment availability where we can.

Our Next Steps

We are committed to addressing these areas and enhancing our services further. Based on your feedback, we will:

• Continue to streamline our appointment system where we can to reduce wait times where possible.
• Improve our communication processes to ensure patients receive timely follow-ups.
• Review signage within the surgery to make navigation easier for everyone.
• Explore ways to optimise consultation time to better meet patient needs.

Monthly Friends and Family Survey Results: Your Feedback Matters!

We’re delighted to share with you the results from our Friends and Family Survey for the past month of December. At Pendleside Medical Practice, we truly value your feedback and use it to continuously improve the care we provide. The responses we receive are incredibly important, and we want to make sure you feel heard, cared for, and confident in the services we offer.

What You’ve Told Us: Positive Highlights

Once again, the feedback this month has been overwhelmingly positive, with many of you praising the practice for its efficiency, professionalism, and the compassionate care provided by our dedicated staff.

1. Timely and Efficient Service – We are thrilled to hear that most of you had quick, punctual appointments with very few delays. Many of you highlighted how pleased you were to be seen on time and how fast your procedures were carried out. One patient commented on how efficient their blood test appointment was: “I was in and out in under 10 minutes!” We’re so glad to know that our efforts to run on time have been noticed and appreciated!

2. Professional, Friendly Staff – It’s wonderful to read that so many of you felt cared for, listened to, and respected by our team. From our doctors to our nurses and receptionists, we’ve received glowing feedback on the professional, friendly approach that we aim to deliver at every step of your care. “The nursing sister was very professional and efficient,” shared one patient, while another mentioned, “I always feel taken care of, listened to, treated with respect.”

3. Empathetic Care – We’re proud to hear that many of you found our doctors to be compassionate and empathetic, making a real difference to your healthcare experience. “Dr Zakrzewski has a lot of empathy and always wants to find solutions that are best for my situation,” said one patient, while others appreciated how their concerns were always met with kindness and understanding. This feedback reassures us that our patient-centred approach is having the desired impact.

4. Clear Communication and Reassurance – Many patients praised the clear communication and reassurance they received during their appointments. One patient wrote, “Excellent communication, pleased with staff and service,” while another noted, “The doctor listened to me about my health concerns and was caring, pragmatic, and understanding.”

Areas for Improvement: Addressing Your Concerns

While the feedback was overwhelmingly positive, we also recognise that there are areas where we can continue to improve. Your constructive comments help us to identify these areas and work towards enhancing your experience.

1. Occasional Delays – A few of you mentioned slight delays during your appointments. One patient noted, “The appointment was 20 minutes late,” and we understand that this can cause inconvenience. We always aim to see patients promptly, but on rare occasions, factors beyond our control may cause delays. Please be assured that we’re continuously working to ensure that waiting times are kept to a minimum, and we truly appreciate your patience.

2. Consultation Time for Complex Health Issues – Some of you mentioned that you felt you needed more time for consultations, especially when discussing more complex or ongoing health concerns. One patient said, “I need longer than 10 or 15 minutes to talk & understand.” We recognise that sometimes a longer consultation may be necessary, and we’re actively looking into ways to extend appointment durations where needed to ensure that everyone’s concerns are addressed thoroughly. Patients also always have the option to book a double appointment if they feel additional time is needed for their consultation.